End User Support Tech II

US-SC-North Charleston
3 weeks ago
Requisition ID
8029
C&S Wholesale Services, Inc.
Category
IS/Technology

Company Overview

CS_Wholesale_Services

 

C&S Wholesale Services is one of many companies within the C&S Family of Companies, the largest wholesale grocery supply company in the U.S. and the industry leader in supply chain innovation. At C&S, We Select the Best® – those with the motivation, pride, and drive to succeed in our fast-paced world. 

 

Working Safely is a Condition for Employment with C&S Wholesale Services, Inc. C&S Wholesale Services, Inc. is proud to be an Equal Opportunity and Affirmative Action employer, and considers qualified applicants without regard to race, color, creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factor under federal, state or local law.

Position Overview

As a Customer Support Technician II, you will guide, support and assist Retail Grocery Customers with Best Practice use of Retail Technology solutions. Your responsibilities include Level 1 basic Help Desk support and management of software and equipment.

Responsibilities

  • Help Desk Level 1 Support of applications & hardware deployed in our Customer Retailer sites. Support calls assigned will require good phone communication skills to interpret a Retailer reported issue, find resolution (collaborate with in-house RTS East team members), and ultimately deliver a solution back to the reporting Customer. Execution and follow through are required. 
  • Provide on-site customer support when required for Retail Technology Services (RTS) product offerings. Interact with the Regional RTS Manager to initiate the hardware and software purchase order as well as the hardware/software maintenance for all RTS sold and installed at retail throughout assigned retail territory. 
  • Diagnose retailer operational issues that are specific to RTS products. Develop and recommend solutions to these operational issues. Coordinate corrective action with store management, Regional RTS and Regional Marketing personnel to implement solutions and/or resolve issues. Inform all whom are necessary on the status of these issues and resolutions including customer service. 
  • Interact with the Retail Account Managers (RAM) in assessing and diagnosing retailer operational issues. Identify where RTS products may provide sales opportunities and benefit to solve operational issues. Recommend solutions and work with store management to implement solutions.
  • Execute sales and marketing plans for assigned accounts through individual retailer presentations, consultations, group presentations, proposal preparation, order processing, site evaluation, project scheduling and coordination, retailer equipment and software installation, upgrade and training. Adhere to Regional and Corporate policies for retailer equipment purchasing.
  • Assist the RTS Regional Manager and Division Director with the development of RTS sales, income, and expense goals for assigned C&S affiliated and non-affiliated retailers. Responsible for performance against goals and objectives.
  • Ensure the RTS Regional Manager is apprised of any region situations or issues which potentially could have significant impact on the region/department performance.
  • Remain informed of emerging retailer technology needs and requirements that might have an impact on current products or business strategies. Communicates and documents all retailer needs and requirements to the RTS Regional Manager.
  • Maintain knowledge of industry developments, change and improves professional skills by attending industry conferences, retail technology product training sessions and related education classes or seminars as recommended and approved by the RTS Regional Manager. 
  • Monitor key technology strategies and offerings of competitive wholesalers, retailers, service providers and report findings to the RTS Regional Manager.
  • As assigned, assist C&S Corporate Retail with POS hardware and software maintenance support.
  • Assist with the strategic development of new RTS product offerings.
  • Develop instructional manuals for independent retailers.
  • Assist with C&S Corporate Retail projects

Qualifications

  • Two-year technical degree or equivalent work experience required
  • Six months’ work experience or equivalent hands-on experience
  • Basic working knowledge of PCs, networking, and wireless communication
  • Knowledge of power and hand tools
  • Point-of-Sale experience is a plus, but not required. Experience in project management and business systems planning required.
  • Valid driver’s license and reliable transportation
  • Willingness to Travel, including overnight
  • Ability to lift 60 lbs

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